Job brief

Reporting to the Control Room Manager, the successful candidate will be an essential part of the smooth daily operation of the business. The Senior Communications Controller will be tasked to work closely with the Operations team and to ensure all Control Room operations needs are met.

Responsibilities

• Report to the Control Room Manager on all matters arising in the Control Room.
• Ensure all Controllers comply with Control Room SOPs and General Company policy.
• Ensure that all documentation for clients are well filed on soft copy and can be easily reached by the Tire 1 and 2 Controllers.
• Ensure that all processes matrixes are available and amended based on the need for every assignment.
• Be in charge of all CCTV client log-ins and credentials and must be well secured.
• Training and deployment of new controllers and organizing for refresher training for the old team.
• Organizing weekly/monthly operations meetings and implementing an action plan
• Preparing controllers rota and plan for their annual leaves.
• Supervise all other shift controllers and ensure they comply with Company and Control Room Policies and processes.
• Liaise with the sub-contractors to make sure that they comply with the company policies on deployments.
• Organize Control Room weekly meetings and communicate agenda in advance.
• Liaise with Controllers for their concerns and raise it up in a professional way with management.
• Ensure Content Management Systems is updated for all required folders.
• Ensure all time sheets are in latest by every Wednesday morning of the week, verified, signed and readable and on correct folders.
• Ensure subcontractors comply with rota requirements.
• Work on daily client security reports including flash reports to the clients.
• Take note of all requests on phone calls, emails and other channels and ensure they are dealt with and on time.
• Proof read all reports submitted from Control Room to ensure they are accurate, well spelt and properly formatted before sharing with the client.
• Work on patrol reports and submit to client every morning, verify and report missed patrol to management for follow up with respective officers.
• Prepare Controllers rota factoring in all company policy and relevant labour laws.
• Ensure Control Room operation standards are complied with by Control Room staff.

Operations Competencies

• Understand the job description
• Expected to build productive relationships internally and externally, fostering teamwork by keeping colleagues updated on activities.
• Must be operationally proactive, eager to learn, and be a solution-oriented operations individual

Qualifications, Skills & Experience

• Minimum of a Degree in Criminology or in a related field.
• Minimum of 5 years’ experience as a Control Room Operator.
• Experience using relevant security technology and security platforms (e.g., CCTV, computers, and Security Software).
• Clear and precise reporting and incident management.
• Proficient in MS Office and Google Suite.
• A valid Certificate of Good Conduct.
• Articulate problem-solving skills.
• Must be good in organizational and multitasking abilities.
• Excellent communication skills and good command of the English language both written and spoken – clear and courteous on the phone and email.
• Ability to work shifts both day and night.